Dear Suren,
I trust this message finds you well, and I appreciate your candid feedback regarding your recent experience with our services. Firstly, let me express our sincere gratitude for choosing us to be a part of your event.
We are pleased to hear that you found our overall service to be satisfactory. However, we are genuinely sorry to learn about the challenges you faced during the organization of your event. Your feedback is invaluable to us as it highlights areas where we can improve, and we take your concerns very seriously.
We would like to address the issue you raised concerning the walking tour and the coordination of the two groups. We understand the importance of a seamless experience and regret any inconvenience caused by the guide not adhering to your director's suggestion. Additionally, we regret the timing misalignment at the wine-tasting venue, which was further influenced by the path of the group and our commitment to delivering a high-quality city tour.
It's worth mentioning that prior to your group's arrival, a detailed confirmation for the program, including timings and addresses, was sent to your email. We are committed to delivering our services in a timely manner, and we can confirm that all services were provided as agreed upon earlier.
However, we acknowledge the challenges posed by the last-minute changes and requests that were communicated through various channels, including email, SMS, and WhatsApp. We made every effort to accommodate these changes promptly and provide the necessary support. I would like to also address the specific issue related to the airport transfers. It was indeed a regrettable incident, and we want to emphasize that it was not a mistake on our part. Two of your guests were left behind because one of your colleagues informed the driver that all participants were in the car and the ride could commence. Consequently, we had to organize another private pickup at our own expense to rectify the situation.
To ensure a more seamless experience going forward, we recommend designating a single contact person (decision-maker) and using a reliable communication channel for any last-minute changes or requests. This will enable us to respond more effectively and provide the necessary support.
Once again, thank you for bringing these matters to our attention. We genuinely appreciate your feedback, and we assure you that we are taking steps to address the issues raised. If there is anything more you would like to discuss or if you have further concerns, please feel free to contact us directly.
We hope to have the opportunity to welcome you back in the future and provide you with the outstanding experience we strive to deliver.
Warm regards,